FLAT RATE $15 SHIPPING ON ALL ORDERS | $12 LOCAL DELIVERY | EXPRESS DELIVERY AVAILABLE

Refund policy

REFUND AND CANCELLATION POLICY

  • Cancellations or alterations to orders must be made prior to commencing production (normally 1-3 working days prior to the requested delivery date, but during the busy periods such as Purim, Jewish New Year, and end of year holiday time, this timeframe may be extended due to high production volumes). Once production has begun, cancellations may not be possible.
  • If an order is amended to a hamper of lower value prior to production, we will refund the difference in the price of the hamper to the original payment method used.
  • If you change your mind and no longer want your order sent, please contact us immediately as we are unable to make any edits once your order has been dispatched for delivery. Please note that our standard business hours are 10am-5pm AEDT Monday-Friday, and so any amendments or cancellations sent outside of those business hours will be actioned as soon as possible during business hours. We may at our discretion add additional hours during busy periods. Our couriers operate similar hours and so if any request is made outside of said business hours, our couriers may not be able to action it.
  • If we are advised of the change of mind prior to us processing the order, we will cancel it within our system and refund in full.
  • If delivery is unsuccessful and items are sent to a Post Office or similar for collection, and are not collected in the required timeframe (resulting in them being returned to us), we will get in touch to advise you of this and will offer to arrange redelivery for an additional fee if requested. Unfortunately, refunds are not available for returned gifts.
  • Please note whilst we will do our best to ensure delivery is made in a timely manner, we will not provide compensation for deliveries not made on or by the expected date.
  • If the courier’s tracking states that an item has been delivered but the recipient is claiming non-receipt, we will investigate with the couriers and on the results of the investigation, suggest appropriate resolution.
  • Matana Gifts will arrange re-delivery or issue a refund for items not received by the recipient, assuming all provided details were correct. If an item has been delivered to an incorrect location, we will do our utmost to rectify this through our courier services.
  • At Matana Gifts, we pride ourselves on the quality of not only the products itself but also customer satisfaction. If you receive a gift that has been damaged or is faulty, please contact us within 7 business days via email to info@matana.gifts with photos of the damaged items. 
  • If a customer has received a damaged or faulty item, we allow them the choice of a credit or a replacement, as long as we still have the same product in stock.
  • All refunds for orders placed via our website will be made via the original payment method used.

SHIPPING DAMAGE REFUND POLICY

  • Matana Gifts take the utmost care to ensure your package is delivered in perfect condition. In the rare situation a package has been damaged in transit, we will gladly replace the damaged item, upon receipt of photos of the damage or notification from our couriers of the damage.
  • If we no longer have this item in stock we will send an agreed alternative of equal or greater value.
  • If you have any other further queries in regards to refunds or in relation to orders, please contact us via email at info@matana.gifts.